Business process outsourcing giant transcosmos has implemented Avaya’s OneCloud CCaaS platform with conversational AI.
The deployment enables the Japan-based BPO to deliver effortless customer experiences on behalf of its clients across 30 countries and regions.
Avaya OneCloud CCaaS, with Google Cloud Contact Center AI, is the first of its kind to be implemented in Japan, and delivers new levels of self-service that both improve the customer experience and increase agent productivity.
Pilot projects using the AI-infused platform are already underway with several transcosmos clients, with the company expecting a significant expansion of the service in the coming year.
The clients already leveraging the platform are taking advantage of advanced virtual agents, which deliver intuitive and natural conversational interactions, with no agent intervention required, across any touchpoint. These self-service options will help transcosmos’s contact centres to improve response times and reduce call volumes.
The solution also aids human agents by providing them with in-the-moment, contextual knowledge on live customer conversations. This removes a significant burden from users, who are no longer required to repeat their issues, while enabling agents to resolve problems more quickly, as they enter every conversation with details on the enquiry.
transcosmos will also use the solution’s built-in sentiment analysis features, powered by natural language processing technology, as a primary source of insights and analytics to drive higher CSAT scores and operational efficiencies.
The solution composed by transcosmos is just one of many that will be on display on Avaya’s stand at GITEX Global 2021. Avaya’s presence at GITEX comes in partnership with Future Technology, Gulf Applications, RayCom Technologies, Sestek, Summit Technology Solutions, Toolwire, TOPAZ, and Verint Systems.
Visit Avaya at its stand in Zabeel Hall, Dubai World Trade Centre, between October 17 and 21, 2021, or tune into the live broadcast.
